Cox Communications, Inc.

August 8, 2016,
 
...

Revdex.com complaint # [redacted]
 
 
We were sorry to hear of the difficulty and confusion that the customer is experiencing regarding his bill.  Due to the concerns that the client brought to your attention, we contacted him directly to discuss the details. 
 
At this moment we have resolved the customers billing concern in a satisfactory manner.  The client has our contact information should he wish to contact us directly.
 
As always, we thank the Revdex.com for the opportunity to assist our customer.
 
Luis/Cox Communications Executive Offices/ Arizona

We would like to thank the customer for taking the time to file his concerns regarding his account billing.  Please let...

me begin with an apology for any inconvenience he experienced.  We certainly do not want to cause him any frustrations.
Upon receipt of this complaint, we have reviewed our customer’s account and were able to confirm that the installation fee of $52.50 they were billed for the technician that visited their home was adjusted on 4/18/16. Additionally, the courtesy credit of $20.00 mentioned in our customer’s complaint was also applied to the account on 4/24/16. We were also able to confirm that each of these adjustments were outlined on our customer’s billing statement which was printed on 5/14/16. With this in mind, we are confident the issue at hand has been addressed appropriately.
It is always our goal to provide our customers with exemplary customer service.  As a customer service oriented company, we know that our success largely depends on our customers’ perception of our employees, as well as our company.  Once again, we would like to apologize for the frustration that the customer has experienced.  If they should have any additional questions or concerns, they can contact our Customer Care Center at [redacted]
Thank You.
George
Executive Resolutions
Cox Communications

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

It does not take 29 days to resolve this complaint.  I do not accept this resolution due to the amount of time it took Cox to respond to my concern.  Ridiculous.  My initial concern was resolved weeks ago, but only after I went through a separate issue and dealt with a very rude Cox employee ([redacted] feel free to review if you or your associates have time over the next few weeks...).  Not accepted.

Regards,

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.I have attached the most recent statement dated 11/29, it will be drafted from my account on 12/24.  This statement was generated before COX recieved the return of my equipment which should be subtracted from my account.  I've also attached a screen shot of my recent account activity that shows numerous charges and credits on my account, making very difficult to see the final bill.  I would like to see a statement that shows the $75 equipment fee removed, and what will actually be drafted from my account on 12/24.  The statement showing numerous lines of credit and charges is my original complaint that I was told was going to be taken care be permenantly putting my rate at the 50% "promotional rate."  I'm guessing that COX is not willing to honor that as a resolution as I have read several complaints stating nearly the same problem that I am expierence.  I am requesting that I recieve a revised statement reflecting my equipment being returned (what amount will be drafted from my account on 12/24) and that the permenant price reduction that a "loyalty rep" offer me to retain my business months ago.

Regards,

Revdex.com Case # [redacted]  We would like to thank the customer for taking the time to file their concerns regarding the status of their refund check. It is certainly not our intention to cause any frustration. We have contacted the customer directly to address her concerns and...

assure her that the refund will be mailed to her in a timely manner. It is always our goal to provide our customers with exemplary customer service.  As a customer service oriented company, we know that our success largely depends on our customers’ perception of our employees, as well as our company.  Once again, we would like to apologize for the frustration that the customer has experienced. We appreciate the opportunity that the Revdex.com has given to us to assist our customer.   Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region

July 5, 2016--Revdex.com complaint # [redacted]...

[redacted]
We were sorry to hear of the difficulty that the customer described in his complaint to your office.
Due to the concerns that the client brought to the attention of the Revdex.com, we requested our Field Leadership Team contact the customer directly to resolve his issues.  On June 27, 2016, we confirmed that all of our services were working well at the home, and our technician gave his contact information to the customer for further concerns on this matter.  While we were not able to verify the missed time frames for service that the customer spoke of, we did apply a one month cable credit to his account, and we removed the fee normally charged for upgrade of service.  We hope this information has been helpful to your office.  As always, thank you for the opportunity to assist a valuable client!
Catherine/Cox Communications Executive Offices/ Arizona

If [redacted] didn't essentially have a monopoly on service in the Phoenix area, I would cancel immediately. I have been a [redacted] customer for more than 15 years, with relatively few complaints.....until recently. I moved into a new home in April, and prior to the move, called to transfer my cable and internet service. In addition, I have had auto pay for many years, and my bill is deducted automatically on the 26th of each month. In April, I called [redacted] to inform them that they had not taken out my payment, and was given some ridiculous explanation that made no sense, and was told that a double payment would be deducted on May 26th. I'm glad that I'm not on a strict budget, as I can see where this practice might cause hardship on a lot of people. However, I said OK and accepted the situation. A few days later, however, I received bill in the mail charging me a late fee for payment not being received on time. Again, I called [redacted].....20 minute wait to speak with customer service who are rude and not very helpful. I was transferred 3 times, and during the experienced realized that one cannot speak to a local rep. in the Phoenix area anymore, but rather reach call centers all over the US. In addition to the late charge that was a result of an error on the part of the [redacted] auto pay system not deducting my payment, in addition [redacted] charged me for 2 installation charges of $60.00, even though I was informed at the time of transfer of service that this would be free as a result of customer loyalty. The horrendous experience I have had with [redacted] within the past 30 days has been so negative, it has really clouded the past years of positives. What has happened to [redacted]; clearly there are some serious issues as evidenced by all these negative reviews.

We were sorry to hear of the recent experience that the customer experienced with our company. We contacted the subscriber directly to discuss his service concerns, and gave him our contact information for follow up to the service issues that he brought to light.  Because a service...

call was completed today at his home, we asked the subscriber to let us know if he feels that he isn’t receiving the speed that he expects with the level of service that his subscribes to.  We also confirmed that one of our Supervisors is searching for the call in question with the agent that he mentioned in his complaint.    We always appreciate the opportunity to address a customer concern, and we thank you for the opportunity to assist.   [redacted]/Office of the General Manager/ Cox Communications Executive Offices/ Arizona

We were sorry to hear that a valued subscriber has concerns with her service. Due to the concerns that the customer brought to the attention of your office, we have made direct contact with the customer.  While the customer was not satisfied that we were not able to apply...

further credit on her account, we explained that that the credits that we have already supplied to her is a generous accommodation to the service issues that she experienced. As always, we appreciate the opportunity to assist our customer.  Thank you.

Revdex.com Case #[redacted] We are sorry to hear our customer is having technical issues with his Cox Internet service. We attempted to contact the customer by telephone and email. We have not had the opportunity to discuss the account with the customer at this time. We do need to schedule...

a service call to review the location and work on successful resolution. Once the issue is resolved we can further assist the customer’s concerns about billing for the services impacted by the technical issues.  Thank you for your time and consideration. Sirena M.Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region

June 19, 2014
 
 

Complaint ID # [redacted]
 

We are sorry to hear the customer continues to dispute the final balance on their account.  Included on each statement is notification that no written correspondence is accepted at the address for payment submission.  Payments are processed automatically thusly, writing “paid in full” on a check does not constitute the customer providing sufficient written notice of their desire to close the account.  We provide an address for such communication as well as a 24/7 Customer Care center via the phone in addition to online assistance via email or live chat.  The final balance stands at $80.40 has been waived purely as conciliatory measure and not as admittance of fault on the part of Cox Communications.  This brings the customer’s final account balance to zero. 
 

Thank you once again for the opportunity to respond.
 

Respectfully,
 

Executive ResolutionsOffice of the General Manager

Cox Communications, Arizona

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

So far, I have not had a final conversation with anyone regarding compensation and until I do, the response by Cox is only a promise.   I was promised a final offer but to date have not received it. Until I do this is NOT resolved. Thanks.

Regards,

We would like to than the customer for contacting Cox Communications via the Revdex.com regarding the Early Termination Fee (ETF) assessed to their former account.  We are sorry to hear that the customer was unable to resume services at their new home and that they do not feel the...

terms and conditions of the ETF were adequately explained to her.   In the customer’s June 25th 2013 billing statement was a detailed list of terms and conditions of the 24 month Price Lock Guarantee (PLG) offer the customer agreed to.  Included in this document was a detailed explanation of the ‘special’ circumstances in which Cox would waive its right to collect an Early Termination Fee if part or all of the services were disconnected prior to the end of the service agreement.  Any other circumstances not stated in the terms and conditions are at the sole discretion of Cox.  Below is an excerpt regarding the ETF. 3.3 Special Circumstances/ETF Waiver. You will not be responsible for paying an ETF if you  terminate this PLG Agreement with thirty (30) day of our written notice to you of a material adverse change to this PLG Agreement or Other Service Agreement(s), as defined in Section 6 below, applicable to your PLG Service(s), or if you disconnect or downgrade any of the PLG Service(s) at any time during the PLG Term for one of the following reasons: (i) you upgrade your PLG Services to a new qualifying PLG Offer (as determined by Cox), (ii) you are a member of the United States Armed Services and have received military orders to relocate outside of the local Cox service area that supports this Agreement for a period of not less than 90 days, or (iii) you move to another location within the local Cox service area that supports this Agreement and you maintain the PLG Services at your new residence for the remainder of the PLG term. We apologize for the difficulty this matter has caused the customer. Customers on Price Lock Guarantee offers receive a highly discounted rate.  To help offset the cost of providing this steep discount Cox enforces ETFs for customers who disconnect prior to fulfilling the terms of the agreement.  We understand that life circumstances happen and therefore we are willing to credit ½ of the ETF charges applied to the account.  A credit of $53.91 has been applied.  The customer may satisfy the remainder of the outstanding balance by contacting us at ###-###-####.  Thank you for your time and consideration.   [redacted]

 

[redacted]Executive Resolutions Office of the General Manager Cox Communications, Southwest Region

March 24, 2015—Revdex.com complaint # [redacted] We were sorry to hear of the challenge the customer has been experiencing in viewing his statements on line. Due to these concerns, we contacted the customer directly and advised him that we have filed a ticket with our IT...

Department to ensure the necessary corrections are made so he can view his billing on line.  The customer has our contact information and we will correspond with him directly. Thank you for the opportunity to assist our customer. [redacted]/Cox Communications Executive Offices/ [redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.I returned [redacted] call three separate times. No one from the Cox Executive Escalation team has returned my calls. I just want this resolved so I will not have to call, email or write Cox Communications ever again. I have already confirmed my account information with Cox. I indicated I wanted to discontinue my cable and internet service with Cox effective July 16, 2015. The recording at Cox states my call would be returned, but it never has been. No supervisor ever called me back. I am greatly disappointed with how Cox has handled this matter. I was a long time customer of Cox Communications, but I would not recommend Cox to any one.

Regards,

February 25, 2015 [redacted] complaint ID # [redacted] We were sorry to hear of the delayed refund check to our customer. Due to the billing situation that the customer brought to the attention of your office, we contacted him directly to discuss his...

concerns.  After speaking with the customer, we advised him that we will contact our Accounting Department to advise that he has not yet received his refund check.  Due to the change in billing address, we may find it necessary to put a stop on the refund check that was processed on the 12 of this month, and send another check to his correct address. We will continue to work with the customer to ensure he receives his refund.  We appreciate the opportunity that the [redacted] has given us to assist our customer! [redacted]/Cox Communications Executive Offices/[redacted]

This has been the response from COX for two years. They have done nothing to resolve the situation. It doesn't take two years to resolve a connectivity problem on a network.
 
This is a stall tactic on the part of Cox Communications. They do not want to pay for infrastructure. 
 
Feel free at any time to contact me as I have some expertise on network management and design.

Revdex.com Case # [redacted]
 

size="3"> We sincerely regret the inconvenience that our customer has experienced with our company.
 
We have attempted to contact our customer directly at the e-mail address and telephone number provided on 5/2/16 and 5/5/16. Once we are able to verify the account, we can address their concerns and provide a successful resolution.
 
Thank you for your time and consideration.
 
Jesse W.
Executive Resolutions
Office of the General Manager
Cox Communications, Southwest Region

We would like to thank the customer for taking the time to file her concerns regarding their account.  It is certainly not our intention to cause any frustration.We have contacted the customer directly to address their concerns.  After a detailed conversation with the customer, we...

have satisfactorily addressed all of her billing concerns.It is always our goal to provide our customers with exemplary customer service.  As a customer service oriented company, we know that our success largely depends on our customers’ perception of our employees, as well as our company.  Once again, we would like to apologize for the frustration that the customer has experienced.  If they should have any additional questions or concerns, they can contact our Customer Care Center at ###-###-####. We appreciate the opportunity that the Revdex.com has given to us to assist our customer.  [redacted]Executive OfficesCox Communications

I have reviewed the response made by the business in reference to complaint ID[redacted], and find that this resolution would be satisfactory to me. I can also say that this business when above and beyond in resolving my concerns.

Regards,[redacted]